Director of Front Office

Director of Front Office Full Time The Joseph, Nashville, TN, US The Joseph is an expression of modern luxury rooted in art, culture, and the warmth of true hospitality. Situated in the heart of Nashville, it offers a refined escape where thoughtful design, world-class culinary experiences, and meaningful service come together effortlessly. The Joseph invites guests into a world that feels both elevated and deeply personal. From curated art collections and immersive dining to serene guestrooms and intimate gathering spaces, every detail is designed to create an experience of Nashville at its most refined. As the Director of Front Office, you will be responsible for ensuring the highest level of guest service, operational efficiency, and staff performance across all front office departments. Responsibilities Welcome guests with a warm, engaging, and professional demeanor during check-in and check-out experiences Champion Forbes Travel Guide standards throughout the Front Office operation by coaching, developing, and inspiring associates to deliver personalized, anticipatory, and memorable guest experiences. Provide personalized service while efficiently handling guest arrivals, departures, room assignments, and billing procedures Answer guest questions regarding hotel amenities, services, dining options, local attractions, and transportation Anticipate guest needs and proactively resolve concerns to ensure a seamless and memorable stay Maintain an active and visible presence in the lobby, offering assistance and hospitality whenever needed Accurately process payments, cash handling, room charges, and adjustments in accordance with hotel procedures Coordinate with Housekeeping, Engineering, Valet, and other departments to ensure guest requests are fulfilled promptly Maintain confidentiality and security of guest information Handle guest requests, special accommodations, and service recovery situations with professionalism and urgency Ensure the front desk, lobby, and guest-facing areas remain organized, clean, and welcoming Follow all hotel policies, procedures, safety standards, and brand expectations Qualifications Minimum of 3–5 years of progressive Front Office leadership experience in a luxury hotel or resort environment preferred Demonstrated ability to lead, develop, and inspire high-performing teams while fostering a culture of accountability and exceptional service Strong understanding of Forbes Travel Guide standards and a commitment to delivering personalized, anticipatory luxury hospitality Excellent communication, interpersonal, and relationship-building skills with the ability to engage effectively with guests, associates, and leadership Proven ability to manage multiple priorities, make sound decisions, and maintain composure in a fast-paced environment Strong organizational, analytical, and problem-solving skills with exceptional attention to detail Experience managing departmental budgets, labor expenses, scheduling, forecasting, and operational performance metrics Proficiency with hotel property management systems, revenue management tools, Microsoft Office Suite, and related hospitality technology platforms Ability to effectively handle guest concerns, service recovery opportunities, and complex operational challenges with professionalism and urgency Flexible schedule availability including mornings, evenings, weekends, holidays, and on-call responsibilities as business needs require Ability to actively engage in hotel operations, including standing, walking, and moving throughout guest-facing and back-of-house areas for extended periods Ability to occasionally lift and carry items weighing up to 25 pounds and perform physical tasks necessary to support operational needs Commitment to fostering a collaborative, inclusive, and service-driven environment that supports both associate engagement and guest satisfaction Benefits As part of Makeready, we offer a benefits experience designed with intention—supporting the full life of our team, not just their time at work. Eligible team members have access to flexible PTO and PTO exchange, comprehensive medical, dental, and vision coverage, parental leave, pet insurance, company-matched dependent care and 401(k), student loan repayment support, and a thoughtful range of additional benefits. We believe our best work happens when our people feel supported, seen, and set up to thrive—at work and beyond. Makeready LLC and its affiliated entities are proud to encourage and support an environment where everyone can be a successful team member as their true independent self. We are an equal opportunity workplace and employer that does not discriminate based on race, color, disability, gender/sex, sexual orientation, religion, national origin, age, veteran status, or any other protected status. We are committed to building a team and a workplace where we are all able to be successful based solely on our individual qualifications, experience, abilities and job performance. #J-18808-Ljbffr The Joseph